Understand ticket reference numbers
Issues, requests, and incidents in Service Desk now have sequential ticket references such as ISS-1, REQ-42, and INC-7. These short codes make it easy to quote a ticket in conversation, email, or support follow-up.
Where the reference appears
You can see the reference number on the list and detail pages for each ticket type.
Issues: In Service Desk > Issues, the reference appears in the list and at the top of the issue detail view.
Requests: In Service Desk > Requests, the reference appears in the list and at the top of the request detail view.
Incidents: The reference appears in the incident list and detail view.
Using the reference after submission
When you submit an issue anonymously, the confirmation screen shows your ticket reference and tells you to quote it if you follow up by email. You can also find the reference later by looking up the issue in Service Desk.
Authenticated issues, requests, and incidents receive a reference immediately on creation and display it in the app for anyone with permission to view the ticket.
How numbering works
Numbers are assigned sequentially within each site, so ISS-1 on one site is a different issue from ISS-1 on another site. Each site maintains its own counters for issues, requests, and incidents.
Older tickets
Existing tickets were backfilled with reference numbers during rollout, so even older issues, requests, and incidents now display a reference.